Investor News

Home  >  Investor News  >  News Release Details

News Release Details

View All News

Leading Korean Furniture Manufacturer Livart Improves Customer Service, Productivity Using Avaya IP Telephony

10-14-2004

Livart Korea, one of the top furniture producers in the country, is using an IP telephony solution from Avaya Inc. (NYSE: AV), a leading global provider of business communications software, systems and services, to enhance customer service and improve the productivity of its employees.

Livart Korea, one of the top furniture producers in the country, is using an IP telephony solution from Avaya Inc. (NYSE: AV), a leading global provider of business communications software, systems and services, to enhance customer service and improve the productivity of its employees.

IP telephony is software-based technology that transmits voice as data over a computer network. Businesses of all sizes are adopting this rapidly emerging technology to enhance the capabilities of their communication network and reduce costs.

Livart, which formerly used a PBX-based call center, decided to introduce IP telephony into its customer service operations to increase effectiveness and improve working conditions for agents. With a new Avaya IP Office solution that brings together voice, data and communications applications on a single platform, Livart is able to connect distributed contact centers and to support remote agents, including those working from home. Using a single IP network is expected to streamline management of Livart's contact center system and significantly reduce communication costs.

Livart IP contact center is the first small and medium sized contact center in the local market to operate a 'virtual' contact center with telecommuting agents who work from home. Using IP telephony allows the company to link these agents seamlessly and enables them to access the same applications they would use if they worked in a corporate contact center. All they need to work effectively from home is an IP phone and an Internet connection to access the company VPN. As a result, Livart expects to improve retention of skilled agents and to enhance productivity. Using home-based agents also allows Livart to expand its contact center coverage since agents are available to respond to customer inquiries after hours and on weekends.

Avaya IP Office, designed to support small and medium-sized businesses, makes IP-based contact centers readily affordable to companies like Livart, while providing efficient new features.

Myung Sub, Oh, manager of the Livart Customer Center, said, "Avaya's rich experience in the contact center sector, as well as the stability of its IP telephony solutions, were a great benefit to us in this project. We hope to achieve significant communication cost reductions, enhance agent productivity through remote agent support, and increase customer satisfaction through faster, improved customer service."

Avaya BusinessPartner Daesin Information Technology and CTI vendor Syswill participated in the project deployment, providing Avaya IP Office and CTI solutions, respectively.

Hyung Sub, Kim, president of Daesin, said, "With the expanding demand from small and medium-sized businesses to deploy IP contact centers, cost efficient solutions designed specifically for smaller organizations are gaining attention in the market. Avaya IP Office, which supports industry standard protocols, enables easy integration with third-party solutions and offers applications that give small and medium businesses access to capabilities typically associated with much larger firms."

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications — and distinguished by comprehensive worldwide services — Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com or http://www.avaya-apac.com

Categories: Press Releases
View All News